Feels Like the First Time: Why Your Law Firm Needs to Develop a Client Journey
Law firms work vigorously to convert leads: to get those leads to pay retainers and sign engagement agreements. That all makes sense: winning business is essential for any organization. However, once law firms convert clients, there is often a dry spell before the new client s hear from their new law firms again; and, because many cases start with potentially significant periods before anything of note actually happens, new clients may go for months, or even a year, before they hear from their lawyer again. This paucity of response is one of the reasons that law firms have a bad reputation for customer service . Keep in mind that , while you deal with the legal field every working day of your life, for many of your clients, it will be the first (and potentially only) time they ever have an interaction with the legal system . So, it’s essential to keep them informed of what’s going on, even if you kno...